Symptoms

You test connectivity from the agent to your Desktop server during agent installation or let the agent attempt to connect after installation is complete.
The connectivity test during installation returns an error, or the agent device does not show up in your Spiceworks Inventory.

Test agent connectivity

You can quickly and easily check for connectivity from a browser on your agent device. Use this test after making any of the changes listed below.

Connect to this test URL: https://serverHostnameOrIp:443/dataloader/test_connection. You’ll have to swap in your hostname/IP and port.

Success: Browser displays text Successfully connected to the server.

Failure: Any other message.

Agent installed properly, service is running

Check the device where the agent is installed. Confirm the agent was installed properly. Is the agent service running (run services.msc from a Windows Run
prompt and look for Spiceworks Agent Shell Service)?

Traffic sent from agent to the desktop server routes properly

Use a text editor to open C:\Program Files (x86)\Spiceworks Agent Shell\config.json on the agent device, and confirm the central_url value
is the IP address or hostname of the Desktop server.

The value should match the hostname or IP address you entered during agent installation. When the agent attempts to check in, a connection to the
hostname/IP will be established. A connection
will only be possible if the agent’s traffic can route properly (LAN, WAN, Internet, VPN, etc.) to the Desktop app server.

Agent is configured to use the correct Desktop server HTTPS port

Use a text editor to open C:\Program Files (x86)\Spiceworks Agent Shell\config.json on the agent device, and confirm the central_https_port value
matches the HTTPS port of the Spiceworks Desktop app
running on your Spiceworks server. You can check the Spiceworks Desktop app’s ports by right-clicking the Spiceworks system tray icon on the server,
and select Preferences.

Note: If your agents connect through a perimeter firewall check port forwarding rules on the firewall to confirm you aren’t rewriting the port there.
For example, you may have agents reporting in using your external/public IP address via
107.34.183.73:443, and port forwarding routes traffic to your internal network at 192.168.1.12:9676. Your agent should be configured to use the
firewall’s expected external port (443).

Desktop server’s software firewall allows inbound HTTPS

Confirm your server’s Windows firewall (or other software firewall) is configured to allow inbound traffic, and is using the correct and current HTTPS port for
your Spiceworks Desktop app. To check the Desktop app HTTPS port, right-click the Spiceworks system tray icon on your Desktop app
server, and select Preferences. If your agent devices connect directly to the server, the server’s firewall should allow inbound HTTPS traffic on the HTTPS port.
Commonly this will be port 443 or 9676, but you can customize the Desktop app’s configuration to use any unused port.

Agent is configured to use the correct authorization key

Use a text editor to open C:\Program Files (x86)\Spiceworks Agent Shell\config.json on the agent device, and confirm the central_auth_code value matches
the encrypted authorization key value
set on your Desktop app server. Install and run this report on your Desktop app to check the encrypted authorization key.

Changing the authorization key

If you compare the authorization keys using the steps above and they differ, it means the agent was installed using a different authorization key than
you had set on your Desktop app server.
You can reinstall the agent and try a different authorization key, or you can reset the authorization key on the Desktop app.